IT Support Center After-Hours Technician

The VCU IT Support Center Center provides centralized technical support services for VCU faculty, staff, and students. Support is provided to the VCU community via phone, walk in requests at our two locations on both campuses, as well as chat, email, and web support.

The primary duty of this position is to provide after-hours remote technical support for VCU faculty, staff, and students over the phone, voicemail, email, and web ticket queue for the IT Support Center.

This position requires that four, six-hour night shifts be completed each week (as well as some holiday coverage). This position requires the applicant to telework from off campus in order to provide IT support to VCU users. Provide technical support for the VCU community via phone, email, and voicemail. Monitor and respond to the web ticket queue for the VCU IT Support Center. Provide clear, concise, accurate instructions on the use and troubleshooting of the below categories to users of varying degrees of technical experience:

• Troubleshoot and work within multiple operating systems.
  
  
• Demonstrate a working knowledge of university applications (E-Services, Blackboard, my VCUmail, etc.), commonly used software (MS Office, IE, Firefox, etc.) as well as be able to recognize and remove spyware, adware, malware, and / or viruses.
  
  
• Serve the customer by providing hands-on technical support when necessary to troubleshoot their machine.
  
  
• Ability to use judgement to escalate issues to the appropriate second tier staff to be handled during normal operating hours.
  
  
• Exhibit excellent customer service with every customer interaction
  
  
• Document interactions with customers thoroughly via tickets using VCU’s Cherwell ticketing system.
  
  
• Alert defined on call IT staff of service interruptions of the various systems used by the VCU community during after-hours time frames.
  
  
• Other duties as assigned.
  
  

Minimal Qualifications

• Have moderate to advanced technical skills and customer service experience.
  
  
• Have the ability to explain technical concepts to customers of varying technical ability.
  
  
• Have the skills necessary to communicate effectively both verbally and in writing.
  
  
• Must have the ability to quickly apply lessons learned in training and documentation to required tasks.
  
  
• Have a willingness to search out answers independently using various resources in a minimally supervised environment.
  
  
• Must be willing and able to multitask and manage time to ensure that all duties are completed.
  
  
• Must be available to work at least four, six-hour night shifts between the hours of 3am-9am Mon-Sun as well as rotating holiday coverage.
  
  
• Must be able to provide a quiet, suitable remote working environment for teleworking, including reliable high speed
  
  
• Internet service (all other hardware will be provided: computer, headset, etc.).
  
  
• Must be able to report to work on campus during normal business hours for any specialized training and/or meetings as required.
  
  
• This position requires the employee to be on call to act as backup to the other night t shift after hours staff members (to provide backup coverage in case of illness or emergency).
  
  
• Demonstrated experience working in and fostering a diverse faculty, staff and student environment or commitment to do so as a staff member at VCU.
  
  

Salary Range: $16.00

Position Details:

Work Hours: 3am-9am

Work Days: Monday - Sunday

Department: Technology Support Services
Employment Type: H1 - Hourly
Restricted Status: No
FTE: .725
Exemption Status: Non-Exempt

Contact Information:

Contact Name: Rochelle Clarke

Contact Email: RCLARKE3@VCU.EDU